This position is part of the Connect to Resolve (C2R) Sanofi Business Services organization. Connect to Resolve (C2R) focus is to seamlessly connect Sanofi employees with the support teams and resolve their queries, driving customer centricity and user experience.
This position is reporting to the C2R Global Process Owner.
The System architect is acting as a tool analyst/expert/architect and:
is working on all tools and process offering within the C2R organization with focus on: ServiceNow/ServiceNow HRSD Module, OBS IVR solution & Cisco, Snowflake & PowerBi reporting tools
is supporting the C2R Projects managers (+ business stakeholders) by guiding them on the right solutions
is supporting the C2R Business Analysts by providing them with the operating procedures and solutions.
In this role you will be responsible of the following activities:
Define/Refine the tool strategy in coordination with your manager, the Service lines and your counterparts in DIGITAL organization, leveraging on all relevant information (providers, data from our systems, benchmarks, etc.)
Continuously improves the solutions and innovates by leveraging on network inside and outside of Sanofi
Define the right technical solutions in coordination with DIGITAL teams and take the lead on critical changes
Troubleshoot and perform root cause analysis with the Business analyst and DIGITAL and define/refin solutions to improve the service.
Define/refine the operating procedure used by the Business analysts to operate on the systems
Perform impact assessments on the requested changes linked to rollouts, enhancements, and upgrades. Define solutions.
Ensure the right level of testing for any change executed and make sure the cutover plans are well defined from a technical point of view.
7 years of professional experience is a must
Engineer/Architect background with successful implementation of ITIL and/or ticketing solutions (ServiceNow, BMC Remedy, HPSD, NEOCASE)
Experience with dashboard tools such as Qliksense and PowerBI.
Experience in AGILE and LEAN are advantageous
Fluency in English
Good communication Skills: Capacity to interact efficiently